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Charles Robertson, Owner of Radley Aylesbury Ltd
“At Radley Aylesbury we’ve been selling quality windows, doors and conservatories since 1996.
In the present economic climate people are rightly concerned about what sort of companies they are dealing with and the warranties that are available. Our typical customer is the more mature professional, who is particularly risk averse.
Our customers are naturally looking for a peace of mind and we realised from the very start that the best way of doing this was to offer an independent warranty to cover the Radley guarantee. That’s why we got involved with IWA: it gives customers reassurance and helps consolidate the final sale.
Over the years we’ve built up a high level of trust with the company, which I feel certain works both ways. They know we are selling a very good product and we know they are offering a very good package and the two go hand in hand.
In terms of administration it is very easy: our sales team goes through the paperwork with the customer to consolidate the sale before the admin department sends off the relevant paperwork to register the warranty.
We’ve found IWA very easy to deal with. All phone calls are answered promptly, paperwork has been returned on time and really there haven’t been any issues at all.
On completion of the contract and installation the customer is invited to give feedback on how we performed. It is an independent verification of our quality and standard of work. We are pleased to say that last year we achieved a 99% customer satisfaction rating, which we have proudly promoted in our showroom.
We have a great relationship with IWA and we can see this moving forward as an integral part of our business for point of sale and peace of mind for our customers.”